Department of Health, Medicine and Caring Sciences (HMV), Linköping University, Linköping, Sweden.
Faculty of Health and Life Sciences, Linnaeus University, Kalmar, Sweden.
J Clin Nurs. 2023 Aug;32(15-16):4752-4761. doi: 10.1111/jocn.16524. Epub 2022 Sep 8.
The aim of this study was to explore caller satisfaction with interaction, and the association to overall satisfaction with calls.
In the era of expanding healthcare at distance, the telephone remains a common tool for the provision of nursing care. Interaction between telenurse and caller in telenursing is vital for safety, satisfaction and adherence reasons. Few studies have quantitatively explored interaction in calls and how it relates to overall satisfaction with calls.
Cross-sectional survey study with a deductive approach.
A total of 466 callers to the Swedish Medical Advisory Service completed the Telenursing Interaction and Satisfaction Questionnaire. Satisfaction with four theoretically defined components of interaction were compared using repeated measures ANOVA. Associations between satisfaction with interaction and overall satisfaction with calls were evaluated with ordinal logistic regression models with and without adjustment for age, sex, health status, waiting time, time for call, main result of the call and expectations. The study followed the STROBE checklist.
Callers were most satisfied with affective support, followed by professional-technical competence, health information and decisional control-in that order. A summated score of satisfaction with interaction was positively and significantly associated with overall satisfaction with calls before and after adjustment for waiting time, main result of call and variables related to the individual caller.
Caller satisfaction with interaction is generally high but can be improved, especially regarding decisional control. Satisfaction with interaction is important for overall satisfaction with calls.
This study provides support for professionals at all levels in telenursing organisations to pay attention to interactional matters. The development of best practice for telenurses needs to consider all four components of interaction to enhance satisfaction with calls.
本研究旨在探讨来电者对互动的满意度，以及与来电总体满意度的关联。
在远程医疗不断扩展的时代，电话仍然是提供护理服务的常用工具。远程护理中护士与来电者之间的互动对于安全、满意度和依从性至关重要。很少有研究定量探讨来电中的互动情况，以及它与来电总体满意度的关系。
具有演绎方法的横断面调查研究。
共有 466 名来电者完成了瑞典医疗咨询服务的远程护理互动和满意度问卷。使用重复测量方差分析比较了对互动的四个理论定义部分的满意度。在调整年龄、性别、健康状况、等待时间、通话时间、来电主要结果和期望后，使用有序逻辑回归模型评估了对互动的满意度与来电总体满意度之间的关联。该研究遵循 STROBE 清单。
来电者对情感支持最满意，其次是专业技术能力、健康信息和决策控制，依次排列。在调整等待时间、来电主要结果和与来电者个体相关的变量后，互动满意度总和与来电总体满意度呈正相关且显著相关。
来电者对互动的满意度普遍较高，但仍有改进空间，特别是在决策控制方面。互动满意度对来电总体满意度很重要。
本研究为远程护理组织的各级专业人员提供了支持，需要关注互动问题。制定最佳的远程护理护士实践需要考虑互动的所有四个组成部分，以提高来电满意度。
